Isolate

Contain

Limit the mobility of the hostage taker to the smallest area possible (the
inner perimeter) and prevent them from observing police activity.

Evaluate

Evaluate the original information provided, which may be from the hostage
taker or a representative, or perhaps a member of the public.

Without causing any escalation, gather as much additional information as
possible, including the number of hostage takers and hostages, their appearance,
weapons and so on.

Assess the threat and estimate the resources that may be needed to handle the
situation.

Report

Report all available information gathered, including on the hostage takers
and hostages, events, weapons, zones, routes and so on, informing other
officers and the chain of command.

Assessing the situation

Preventing early harm

The first job of the hostage negotiator is to assure safety. When they arrive
on the scene, there may be armed police, high emotion and general confusion in
which hostages may get hurt.

Their immediate task is to get a swift briefing from the officer in charge
and to ensure that any actions by the police do not lead to hostages being
harmed. The police (or whatever authority is in charge) may have a high
interest in capturing the hostage-taker, whilst the negotiator is only
interested in the safety of the hostages.

Getting organized

The next step is to organize communications with the hostage-takers.
Hostage-takers usually want this, to make their demands known. If the
negotiation looks like it could take some time (which may be days or more), then
a permanent position must be found.

There may also be covert monitoring, for example with window lasers and
hidden cameras. Everything that provides information is used, including
relatives, friends and other sources.

Finding information

The negotiator will want to find as much information about the situation as
possible, including:

The numbers and names of the hostage-takers.

What they are demanding andwhat they really want.

Their emotional state and how close they are to harming hostages.

The numbers and general health of hostages.

Some of this information may be available from the authorities. Other will be
gained from the hostage-takers. In the early conversation with them, which is
very much about listening, the negotiators may find out much of this. Some other
information may take a while to extract.

The hostage-takers will want to make their demands known, but may be very
cagey with other information as they fear deception and attack.

The police will also want all information, including the location of everyone
in the situation, in case an armed assault is required.

Getting close

A critical process used in many hostage negotiations is to get close to them,
to build bonds and gain their
trust.

Creating normality

Whilst there may be chaos and panic on all sides, the negotiator first seeks
to create calm. They talk in a calm voice and do a great deal of listening. In
particular, they seek to establish a sense of normality amongst the emotion, a
space in which the hostage-takers can talk with the negotiator as reasonable
people, much as you would talk with any normal person on the phone.

The negotiator is always there and always ready to talk. They will listen to
everything and will create an even keel on which reasonable negotiation can be
conducted.

Creating humanity

Within the normality, the negotiator listens uncritically to the
hostage-taker, accepting them as they are and creating a sense of humanity. From
that humanity, they then can extend to discussing the hostages, how they are
bearing up and whether they are unwell.

Developing authority

The negotiator may also seek to position themself as an authority figure.
This can start by being authoritative on behalf of the hostage-taker, for
example in getting them communications and food. This may later turn to being
authoritative with the hostage-taker, which can be a tricky and dangerous
activity as the hostage-taker wants to be in charge. Authoritative work may
thus be done in particular circumstances. If the negotiators can
establish this relationship, they may be able to direct the hostage-taker's
actions more effectively.

Developing the scene

Once a relationship is established, the negotiator can seek to move the
situation forward.

Small steps

Progress may be in small steps, as trust and relationships continue to be
built. Food and medicine may be given. Conversation with a hostage may be
requested. Everyday chat creates normality.

Depending on the urgency of the situation, the negotiator may seek to speed
up or slow down the talking. If hostages are hurt, then speed may be needed. If
the hostage-takers are requiring transport or other things that would lead to
more problems, then it may be more prudent to insert delays, such as saying you
are 'looking into it'.

Managing stress

Stress and tension will continue throughout the negotiation in some way. The
negotiator may deliberately manage this, reducing stress to create hostage
safety, but also possibly increasing stress to wear down the hostage-taker.

Exploring solutions

Talks will eventually get around to what can be done to resolve the
situation. The negotiator may ask the hostage-taker for their thoughts and may
offer possibilities themselves. Of course the safe release of the hostages is
always an important element.

The goal of the hostage taker may be simply to escape and may be for
publicity or other gain. If this is not acceptable to the authorities, for
example release of a captured terrorist leader, then other alternatives must be
found.

Releasing the hostages

Wearing them down

Sometimes, just talk, talk, talk is enough to wear down the hostage-takers
and for them to give themselves up. High emotions do not last for ever and are
followed by exhaustion. The ideal negotiation ends with the hostage-taker
agreeing to let everyone go.

Releasing the weak

Depending on the number of people taken hostage, a release of children, old
people and those with medical conditions may be negotiated. It allows the
hostage-takers to show that they are not 'bad' people after all and also rids
them of the problems of illness and wailing children.

Concessions for people

People may also be exchanged for various concessions, from food to publicity.
When something is given to the hostage-takers, especially if it is on their list
of demands, then a concession may be requested in return, with the ultimate
concession of hostage release.

The final assault

It is a very delicate balance for the negotiator when no clear exchange can
be found and the hostage-takers look like they are going to kill hostages.
Whilst they are seeking to create exchange, the negotiator must also find the
point at which they pull the plugs and let the armed forces take over. Even
though some hostages may be killed, force may ultimately be the best solution to
minimize total harm.